Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
30 Jan 2020
Contributed by Lukas
Given limited resources, I spend a lot of time helping my clients look for ways to deliver excellence at the highest value moments across the journey ...
Leveraging Trends to Drive Business Success through Customer Experience
23 Jan 2020
Contributed by Lukas
Let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. That study reflects the input of...
2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls
16 Jan 2020
Contributed by Lukas
You probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons...
Looking Back, Letting Go, and Moving Forward
09 Jan 2020
Contributed by Lukas
I am increasingly convinced that the proliferation of choice (for consumers and business leaders) makes prioritization one of the most important eleme...
Imagine it is 2025 – How’s Your Customer Experience?
02 Jan 2020
Contributed by Lukas
What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant hor...
Slowing Down to Savor the Season – Unplugging to Connect!
26 Dec 2019
Contributed by Lukas
About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christma...
Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience
19 Dec 2019
Contributed by Lukas
For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awarenes...
Not All Customers are Jolly but Service Professionals SHOULD BE | 7 Tips for Managing Customer Complaints and Stress This Holiday Season
12 Dec 2019
Contributed by Lukas
The holiday season may bring out the best in humanity, but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls”...
Winning this Holiday Season | The Art of Selling through Human Experience Creation
05 Dec 2019
Contributed by Lukas
The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mor...
Create a Hostile Environment for the Ungrateful
28 Nov 2019
Contributed by Lukas
I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it's essential ...
The Formula for Experience Success: Artificial + Human Intelligence
21 Nov 2019
Contributed by Lukas
Wherever you get your news, you are likely to read or hear something about the role sales-enhancing technology will play this holiday season. There's ...
Catching What‘s Right | The Art of Service Storytelling
14 Nov 2019
Contributed by Lukas
From my perspective, when it comes to customer experience excellence, what gets rewarded gets done and what gets talked about also gets done. After 25...
Convenience over Privacy? Paying Attention to Consumer Trends
07 Nov 2019
Contributed by Lukas
Let me give you a sense of how far customers are willing to be tracked in the name of personalization and convenience. Granted, my example comes from ...
Inspiring Growth: Not Demanding It!
31 Oct 2019
Contributed by Lukas
I am convinced that most people want to make the lives of those they serve better. When they fall short, those individuals often need help to develop ...
Customer Experience Excellence Requires Shared Communication Platforms
24 Oct 2019
Contributed by Lukas
Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One...
Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way
17 Oct 2019
Contributed by Lukas
If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting...
The Never-ending Journey to Customer Experience Excellence
10 Oct 2019
Contributed by Lukas
There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and ...
Silos Do More than Hold Grain – They Hold Back Customer Experience Growth
03 Oct 2019
Contributed by Lukas
I am convinced that NO leader sets out to create a siloed organization; however, organizational silos are highly present, naturally occurring, and sel...
How to make EVERY DAY Customer Experience Day
26 Sep 2019
Contributed by Lukas
October 1st is Customer Experience (CX) Day! Quite frankly, I think every day should be CX day – meaning that each day we should strive to deliver t...
The Benefits of Examination | How Would You Answer these Customer Experience Questions
19 Sep 2019
Contributed by Lukas
I am on a media tour in the pre-launch phase of my new book The Airbnb Way(you can get a special pre-order offer on that book by using the code THANKS...
How’s your growth mindset? The link between mindset and customer experience
12 Sep 2019
Contributed by Lukas
Ample studies have shown that business leaders frequently overestimate the quality of experiences they provide their customers when compared to the ac...
Human Experience in A Technological World
05 Sep 2019
Contributed by Lukas
My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable. To...
Customer Segments or Customer Need States?
29 Aug 2019
Contributed by Lukas
Customer segments or customer need states? The answer is … both! It’s an important distinction in which I work with my clients to understand and l...
Trusting Your People and Superpowering Your Customer Experience
22 Aug 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses five steps needed for you to craft trust-building service recovery for your customers.
Legendary Brand: What’s Your Story?
15 Aug 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how legendary brands consistently deliver elevated human experiences to all stakeholders and share comp...
Cutting-edge Service Technology Blended with a Human Service Culture
08 Aug 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses customer experience advancements in Singapore and ways to add value by improving service relationships ...
Soaring Through Future-Focused | Optimal Customer Visioning
01 Aug 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how to use customer journey maps as a way to envision the optimal future customer experience.
The Agility of Ownership – Lessons from South African Entrepreneurs
24 Jul 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses four key elements needed to succeed irrespective of business size.
Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]
18 Jul 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses truths that emerged from time spent at an informal settlement in South Africa.
Customer Experience Lessons from the African Bush
11 Jul 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses lessons learned while on a photo safari in the South African bush.
Extending Kindness for Generations to Come
04 Jul 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and tho...
Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias
27 Jun 2019
Contributed by Lukas
Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.
It’s Alphabet Soup Time | Drive EQ to Improve CX & ROE
20 Jun 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
06 Jun 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.
Long ago in a galaxy far, far away... | Small-Town Lessons on Relationship and Business Reputation
23 May 2019
Contributed by Lukas
Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.
The Bar is High – Are you Letting your Products and Technology Down?
16 May 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service del...
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
09 May 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery.
For the Love of Mike (and all the others you serve) – Close the Loop!
02 May 2019
Contributed by Lukas
Dr. Michelli discusses the importance of closed-loop communication...
Rolling through the Highs and Lows | Where will your Customers Land?
25 Apr 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses two extraordinary customer experiences both lastingly memorable. The first brings a smile upon recollec...
5 Things Not To Do in Your Journey to Customer Experience Excellence
18 Apr 2019
Contributed by Lukas
Dr. Michelli discusses a technology provider who gave him a front-row seat into five lessons on things NOT TO DO in pursuit of customer experience ex...
Your Customer Journey Map is Probably Not Enough
11 Apr 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses why customer journey mapping is a tremendous and powerful step in the right direction – but it is not...
No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook
28 Mar 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the importance of a brand story hook...
Sharing your brand stories differently
21 Mar 2019
Contributed by Lukas
Dr. Michelli discusses how stories are a form of customer currency...
Do not Forget to Sprinkle Emotion on Top of Branded Storytelling
14 Mar 2019
Contributed by Lukas
This week Dr. Michelli explores the importance of telling stories with “emotions that pull for action" because of an outstanding example that recent...
Say Yes to a Dress | Developing Characters in Branded Storytelling
07 Mar 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how Southwest Airline said: “Yes to a dress"...
It Takes a Brand to Deliver a Branded Customer Experience – What are they saying about you?
28 Feb 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the five brand components of successful companies...
Customer Experience Wisdom from a 96-year-old Business Legend
21 Feb 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the storied Dooky Chase Restaurant in New Orleans and it's owner and head chef, 96-year-old Leah Chase...
5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience
07 Feb 2019
Contributed by Lukas
Dr. Michelli discusses a few of the visual storytelling offerings from the big game to see what we can learn from these efforts.
Old Things That Endure: Testing and Learning for Customer Experience Excellence
31 Jan 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses elements of customer experience improvement which have transcended place and time.
How to drive your brand voice through your customer experience
24 Jan 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how to assess your brand voice for optimal customer experience...
A Blast from the Past: The 3 Ps of Customer Experience Excellence
17 Jan 2019
Contributed by Lukas
Dr. Michelli discusses predictions Walker research group made back in 2013 about the future of customer experience by 2020...
How Did You Do That? | Making Magic for Customers in 2019
10 Jan 2019
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how businesses can deliver magical experiences for their customers...
Quickly Before the Year Ends – Deliver Convenience
20 Dec 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the greatest customer experience common denominator...
When Customers Aren’t Jolly
13 Dec 2018
Contributed by Lukas
Dr. Michelli discusses seven tips for managing customer complaints and stress this holiday season...
7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?
28 Nov 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses online retails during cyber week in the United States...
Two Magic Words - Human Experience Requires Gratitude
20 Nov 2018
Contributed by Lukas
In this week's episode, Dr. Michelli expresses thanks and explains how you can demonstrate appreciation for your customers...
Catching People Doing What’s Right Along the Customer Experience Journey
15 Nov 2018
Contributed by Lukas
Dr. Michelli discusses how great leaders from Mercedes-Benz USA and Clayton Homes have transformed their customer experience...
Delivering your Brand in Moments and Memories - The Laws of Brand Storytelling
08 Nov 2018
Contributed by Lukas
In this week's episode, Dr. Michelli tells you a story about two storytellers and their new book about storytelling.
The Secret Sauce to Customer Experience is a Blend of Four Ingredients
02 Nov 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the four ingredients you need in your business pantry for customer experience excellence...
Customer Experience Research and Life Long Learning
25 Oct 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...
Up, Up, and Away - Getting Lift with Wearables and IoT
11 Oct 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how partners and technology impact the customer experience evolution...
Taking Flight With Big Data – How’s Your Trip?
04 Oct 2018
Contributed by Lukas
Dr. Michelli examines how leaders at Cincinnati/Northern Kentucky International Airport (CVG) survey customers to garner big data on traveler percepti...
Transforming Customer Experience with Partners: The Art of Not Going It Alone
27 Sep 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...
Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences?
13 Sep 2018
Contributed by Lukas
Dr. Michelli discusses iterative and future backward customer experience design...
Validate, Educate, and Activate - Three Keys to Effective Customer Journey Mapping
05 Sep 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping...
What Is A Persona And What Does It Have To Do With Customer Journey Mapping?
31 Aug 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.
Patiently Seeking Input to Guide Service Experience Design
23 Aug 2018
Contributed by Lukas
Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.
McDonald‘s Experience of the Future & Your Keys to Outstanding Experience Design
16 Aug 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the phases of experience design...
If Only Someone Had Told Me Sooner!
09 Aug 2018
Contributed by Lukas
Dr. Michelli discusses life lessons people wish they knew earlier...
Branded Customer Experience Delivery
02 Aug 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back...
Catching Great Leadership Skills
26 Jul 2018
Contributed by Lukas
Dr. Michelli discusses a business leader who unites, empowers, and transforms...
So Many Customer Experience Lessons – So Little Time!
19 Jul 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses three recent news events that pertain to customer experience...
From Customer Journey Map to an Optimal Customer Journey Road Map
12 Jul 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the third and fourth elements need for customer experience design efforts...
Customer Journey Mapping and the Road Beyond
05 Jul 2018
Contributed by Lukas
Dr. Michelli discusses two strategies to garner more value from customer journey mapping efforts...
No Joke! The Role of Humor in Customer Experience
27 Jun 2018
Contributed by Lukas
Afraid of Being a Loving Business? Abundantly Moving Beyond Business Fear
21 Jun 2018
Contributed by Lukas
Dr. Michelli discusses how businesses can operate from the perspective of abundance...
Howard Schultz: A Leader, A Teacher, and An Inspiration
14 Jun 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses three key lessons that can be learned from Howard Schultz...
Practicing Otherness in a Selfish World
06 Jun 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses helping others...
A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize
30 May 2018
Contributed by Lukas
Dr. Michelli discusses some of the nuances between customer loyalty and repeat business... #customerloyalty #cxo
5 Things You Absolutely Must Do To be Customer-Centric
24 May 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the five key things you must do to be customer-centric...
You Want to Deliver an Experience that Attracts and Delights Your Customers - So Don‘t Do This!
17 May 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses five things you should not do in the name of customer experience...
Redesigning Process Improvement in the Age of AI & the Customer
10 May 2018
Contributed by Lukas
Dr. Michelli discusses how business leaders drive modern adaptive process... Read the blog post.
Social Media Influencers and Your Customer Experience
03 May 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses why many brands have softened their traditional media buys and have focused instead on paying influence...
Starbucks Store Closings for Training: Déjà vu and You
26 Apr 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the history of Starbucks closing for training sessions...
Starbucks, Challenges and Opportunities in Philadelphia
19 Apr 2018
Contributed by Lukas
Dr. Michelli discusses what happened in that Philadelphia Starbucks when 911 was called, the police placed two black men in handcuffs and led them ou...
Waiting for Your Email: For the Good of Humanity, Please Reply
12 Apr 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how to take your service communication to the next level.
Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity.
06 Apr 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the war of words between Apple and Facebook...
My crystal ball says winning experiences will deliver
29 Mar 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the future of customer experience delivery...
Goodbye Toys “R” Us and Hello Your Sustainability
22 Mar 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the foundational business disruption that led to Toys “R” Us’ success is also what propelled its...
Starbucks: Greatness Personified/Excellence Diversified – What About You?
15 Mar 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the leadership legacy of Orin Smith (one of the original brand architects of Starbucks).
Strategic Positioning | Is Your Customer Experience Agile Enough?
08 Mar 2018
Contributed by Lukas
Dr. Michelli discusses key business trends that determine success...
Everyone Has a Platform: Are You Training For that Reality?
01 Mar 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the influence we all have...
Customer Centricity is MORE than Customer Experience
22 Feb 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the difference between customer-centricity and customer experience...
The Robots are Here and There is Fear
15 Feb 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses the future of technology and the human condition...
Customer Experience Lessons from Television Advertising’s Biggest Day In America
09 Feb 2018
Contributed by Lukas
Dr. Michelli discusses customer experience lessons from the advertising industry...
Go Human, Go Methodical but Above All Else GO for VALUE
01 Feb 2018
Contributed by Lukas
Empathic Design – As Close to the Holy Grail as You Can Get
25 Jan 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses how to build products and services from the customer perspective...
One if by Voice, Two if by Drone – Make it Easy or Turn out the Lights
18 Jan 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses voice-activated digital assistants and voice internet access...
Technology – Panacea or Tool?
12 Jan 2018
Contributed by Lukas
Dr. Michelli discusses how technology should address human needs when used in customer experience...
Supercharge Your Business by Letting Go
05 Jan 2018
Contributed by Lukas
In this week's episode, Dr. Michelli discusses getting rid of unnecessary business components to allow for growth in new ways...